CUSTOMER SUPPORT SPECIALIST - SHOPIFY ECOMMERCE (REMOTE, LONG-TERM)

CUSTOMER SERVICE SPECIALIST - ECOMMERCE (DROPSHIPPING)
Remote | Part-Time | 4-6 Hours Per Day | 7 Days a Week
$3-4 per hour (approximately PHP 209/hour) | Growth opportunities for long-term contributors

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This is a long-term role. We are not looking for someone for one month. We want someone we can grow with, give more responsibility to, and pay more over time. Our existing CS team has been with us for years, and we want the same for this new hire.

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ABOUT THE ROLE

You will handle customer email tickets for our Shopify-based ecommerce dropshipping brand. That means working through an inbox of 80 to 100 tickets per shift in Gorgias: order status inquiries, cancellation requests, returns and refunds, damaged or lost package cases, and size or quality complaints. You will use our documented SOPs and reply macros to resolve cases consistently, professionally, and with care.

This is not a chat role, not a phone role, and not a social media role. It is email ticket handling in Gorgias, every day.

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WHAT YOU WILL DO

- Reply to customer email tickets in Gorgias using our documented SOPs and reply macros
- Hit team KPIs on First Response Time (FRT) and resolution time
- Coordinate with our Supply Chain and Disputes teams when cases require handoff
- Process refunds, replacements, and partial refunds within the approved decision tree
- Escalate cases that fall outside policy to the CS Manager with a clear summary
- Flag products with recurring complaints to the Quality team on a weekly basis
- Keep clean notes on tickets so handoffs are seamless
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WHAT YOU WILL HAVE FROM DAY 1

- A full Customer Support SOP covering every scenario you will encounter
- Gorgias reply macros for common situations (cancellations, RTS, damaged items, lost in transit, and more)
- A Risky Products SOP for weekly product quality reporting
- Direct access to the CS Manager for escalations and questions
- An existing CS team to learn from, not a brand new setup
You do not need to invent the playbook. We have built it. You need to execute it cleanly and consistently.

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REQUIREMENTS

- Hands-on experience in ecommerce customer support, dropshipping customer support, OR Shopify-based CS (any combination works, dropshipping experience is a strong plus)
- Experience with Gorgias OR a comparable ticketing tool (Zendesk, Reamaze, Freshdesk). Direct Gorgias is preferred but we can train on it quickly if you have strong Zendesk experience.
- Comfort handling 80 to 100 tickets per shift without falling behind
- Strong written English: clear, empathetic, and professional
- Reliable internet and your own computer
Bonus (not required):
- Prior experience handling RTS (return-to-sender) situations
- Familiarity with chargebacks and dispute processes in dropshipping
- Prior experience with EU customers and their return expectations
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SCHEDULE - READ THIS BEFORE APPLYING

This role is 7 days a week, every week. Our customers email every day including weekends and public holidays. If you cannot commit to working 7 days a week, please do not apply. We will not make exceptions, and applying anyway only wastes both our time.

You can flex your specific working hours within the day as long as tickets are handled within our FRT target.

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COMPENSATION DETAILS

Paid weekly via Wise. Rate grows with performance and tenure, we promote from within for team leads and specialist roles.

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HOW TO APPLY

Read this section carefully. Applications that do not follow these instructions will be rejected without review.

1. Put the word BAMBU in your subject line. Nothing else is required in the subject.
2. In your application message, answer these 4 questions in order. Answer each inline, no attachments, no Loom videos at this stage.
Q1. How long have you worked in ecommerce customer support, what kind of responsibilities did you have, and for what type of companies (dropshipping, DTC, marketplace, etc.)? Name the actual companies and your role there in detail.

Q2. Describe one difficult customer ticket you resolved. What was the issue, what did the customer want, and how did you handle it? Keep it specific.

Q3. What ticketing tools have you used (Gorgias, Zendesk, Reamaze, Freshdesk, etc.)? What ticket volume per shift have you typically handled, and what is the most you have ever handled in a shift?

Q4. Confirm your availability: hours per day, days per week (we need 7), and your working hours in your local timezone. Also confirm: are you currently employed, and if yes, what would your start date look like?

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We read every application that follows the instructions. We are looking for one person for the long term, not a roster of temporary help.